Airband are recruiting for a Support Desk Technician based out of our Droitwich office.
Salary £25,750 + benefits – hybrid working minimum of 2 days in the office.
This position will involve responding to customer network issues, which includes customer communication, live chat, call resolution, and providing technical support and troubleshooting leading to timely resolution.
Working as part of a team of 6 Technicians, the role offers a variety of work streams and collaboration to solve escalations and wider issues, as well as overseeing the resolution process for wider network problems. This is a Permanent Hybrid position reporting to our Droitwich Head office at least 2 times per week.
More about Airband:
Airband is an internet service provider bringing high-speed broadband to rural communities across the regions that we operate. Our strategic focus is to increase customer connections, and we are looking for talented individuals to join us at this crucial time in our journey.
More about you:
* We are looking for a tech professional with a good understanding of computer systems, mobile devices, and other tech products.
* Possess a strong understanding of networking concepts such as TCP/IP, DNS, WAN, and LAN.
* Proven experience as a help desk technician, 2nd Line, or other customer support role.
* Working knowledge of wireless and fibre networks is desirable, but full training will be given.
* Ability to remain calm in stressful environments.
* Great organisational skills and the ability to prioritise.
* A real awareness and understanding of collaborative communication and team spirit.
* Customer-oriented with an interest in emerging sector specialism and trends.
What will the Role involve:
* Responding to customers via email, live chat, or phone and answering their network queries.
* Working as part of a team to identify 2nd Line solutions.
* Monitoring the network and responding appropriately.
* Troubleshooting customers’ network issues over the phone and organising service calls.
* Completing customer processes to log information.
* Helping Airband expand by selling the product when possible.
* Always providing an exceptional customer service experience.
Airband Benefits:
* Competitive Salary.
* 25 days of paid leave a year rising to 30 plus bank holidays with service.
* 5% Airband pension plus a minimum 3% employee contribution.
* Customer referral bonus.
* Hybrid working – a mix of working from home and in the office.
* Free Broadband if you are in our coverage area.
* 20% off your monthly line rental on EE’s phone, tablet, SIM only, or mobile broadband plans.
* Car financing scheme, Cycle to work, Tech scheme, Healthcare and medical insurance, Dental care, and Health cash fund (dependent on the length of service).
* Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, and more.
* Refer a friend reward scheme.
Pre-employment checks:
Please note that you are required to have the right to work in the UK, and we request satisfactory references as part of our recruitment process. A DBS check may be required for customer-facing roles, and a driving licence may be necessary for positions that require fieldwork.
Recruitment agency support is not required at this time.
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